Category Archives: OnContact

The Importance of a Healthcare CRM Solution

gettyimages 537315268 The Importance of a Healthcare CRM Solution

Data, specifically accurate data is never more crucial than for those in the healthcare industry. Healthcare professionals rely on this information to personalize the treatment of patients, communicate more effectively between hospital staff and patients, and to ultimately make the patient’s experience one that’s effective and of high quality. That being said, it’s not an easy task. Healthcare systems and providers are dealing with a plethora of patients and information—they need a solution in place to help organize all of this. That’s where customer relationship management (CRM) software comes into play. Below, we’ll dig into some of the important facets of a healthcare CRM solution and why providers need to consider implementing one.

Personalize patient care

It doesn’t matter what industry you work in. If you’re working with customers, whether they’re clients or patients, you need to treat them with personalization. If not, they’re going to go elsewhere, and your retention will fail. It’s that simple. In the healthcare field, this has never been truer. If patients feel like they’re being treated like everybody else, and they’re not feeling unique to their doctor or their physician, they’ll look elsewhere.

With a CRM solution in place, healthcare providers have yet another tool at their disposal to help keep track of and retain their valuable patients. Rather than relying on outdated spreadsheets or another inefficient method, they rely on a centralized hub of information, able to be updated in real-time and accessed from anywhere. This level of flexibility and personal care is exactly what separates quality health centers from poor ones, and it’s the biggest reason healthcare providers need to consider investing in a CRM solution.

Manipulate and visualize data

So, you’ve got all of this data being collected. What are you doing with it? If you’re just collecting data and locking it away for safe keeping, there’s really no point. Take advantage of the influential data you’re collecting through the use of a CRM tool. Customer relationship management solutions have built-in reporting tools designed for this exact purpose: to help you make sense of the numbers. You can also create charts, graphs, and other visually-pleasing reports to share across your department, ensuring everyone can understand the data being shown.

Eliminate duplicate data entry

Again, another factor that’s most crucial to the healthcare industry. If you’re entering vital patient information into a database, including care and financial records, you must be able to ensure you’re doing it accurately. Entering duplicate information into the database may impact the quality of the care the patient receives and can have major negative impacts later on down the road.

Being such a major concern for this industry, it’s only common sense to consider a software solution which would help eliminate it. It’s true: customer relationship management software has deduplication functions in place to ensure the data being entered into the system is accurate and unique.

There you have it! If you’re interested in learning more about how CRM can benefit your business, please contact us today.

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The Powerful Benefits CRM Provides for Manufacturers

gettyimages 547536296 min The Powerful Benefits CRM Provides for Manufacturers

We often harp on the strong benefits of enterprise resource planning (ERP) software for manufacturers.

But customer relationship management (CRM) software can provide just as many powerful opportunities.

A strong CRM solution can provide businesses with a detailed overview of a customer’s needs and requirements, insight, and visibility into the sales pipeline, relationship-building tools for manufacturers targeting suppliers, and much more. Below, we’ll go through many of the powerful benefits in place for CRM users in the manufacturing industry.

Detailed overview of the customer

A major concentration for those in the manufacturing industry is relationship management. Relationships are crucial to the success of a manufacturer. Fostering powerful connections with customers gives your business a leg-up on the competition (in an increasingly competitive field) by building retention and growing your business. CRM software offers a complete overview of your customer’s information and interaction history. If you need to quickly reference something related to a customer’s history, or if you want to know what their needs might be before the ask (cross-selling and up-selling), you’ll have a plethora of accessible data to back you up.

Manufacturing is going mobile

The days of sales reps sitting, glued to an office desk are far behind us. Now, sales reps from all sorts of fields (inside, field, etc.) are going out and building relationships with prospects and current customers. They need a software solution that will be responsive, flexible, and work wherever they need to work. This has never been truer than in the manufacturing industry. Sales within manufacturing are B2B and field-focused. Sales reps are more mobile than ever before and need to be in front of the customer to complete a sale. Imagine having access to a database of customer information while visiting a particular prospect, or being able to quote a product on-site for a prospect or customer. This type of flexibility can only be made possible through CRM.

Sales pipeline visualization

Manufacturers rely on a detailed, clearly-defined sales pipeline. Without visibility into this valuable funnel of prospective customers, there’s no chance at accurate forecasting and sales reps are left wandering, trying to close deals without the necessary reporting metrics. CRM equips manufacturers the tools needed to create accurate, influential forecasts, along with reporting and dashboard features to ensure a powerful and accurate sales pipeline.

Cross-departmental collaboration

Did you know? CRM software empowers team members across numerous departments to utilize the same database, the same collection of real-time data. When the data is updated in real-time and accessible to all, a natural push towards collaboration is created. A company whose departments are more collaborative than siloed is one that’s ready to grow and evolve in a healthy manner.

Are you a manufacturer looking to get your hands on some powerful sales automation technology? No problem. Contact our CRM specialists today to get started!

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Having a Baby and the CRM Evaluation Process

gettyimages 640224268 Having a Baby and the CRM Evaluation Process

In the process of making a lot term plan of finding and maintaining a new CRM (Customer Relationship Management) solution, it can be helpful to look for support in similar activities. Finding more relatable, relevant processes and tying it to the evaluation can smooth things over significantly. One of the options can include the process of having and raising a child. This may sound crazy at first, but when you scale it down a bit, the parallels are uncanny. This is not to say they are the same; having and raising a child is much harder and more expensive, but is also much more fun and more rewarding. Let’s like at some of these commonalities.

  1. There are different stages throughout the process.

When looking at new CRMs, it is easier to break it down into stages. For example, stage one is gathering company data and knowing what needs are. Stage two is evaluating vendors and demos. Stage three is selecting one and stage four is implementation. In childbirth, it is done in stages as well as the birth process can be broken down into trimesters, where doctors can note the growth of the baby as well as learn things such as gender.

  1. Growing pains are to be expected.

There are plenty of pains when having a baby. Outside of the actual birth, there is morning sickness, contractions, and other aches. It is natural and part of a healthy baby growing. As in a CRM evaluation, there are growing pains in the evaluation and implementation. Gathering your data and pinpointing everyone’s needs can be a hassle, as well as getting everyone on the same page. While implementing, getting enough time and importing/exporting can be quite a pain as well.

  1. Multiple people are needed for a success.

While it may be easier to have one person focus in on the CRM software, it is always more beneficial to include others like the main users, management, and owner. Even if it is just for final approval, the more that see it, the more questions and precision of the evaluation. When having a child, it is also beneficial to involve more people. A doctor to monitor progress and tell you things like the gender and health of the baby, a supportive family to be there for you, and friends to help prepare you for the arrival of the new one.

  1. After everything is completed, you continue to spend time and money.

Once the child is born, the time and money continue as you can raise the child as your own. Albeit a huge investment, it does not have to be overwhelming, in part due to the support from other people. After a CRM is chosen, the same can be said. More money will be needed for support and updates as they come, as well as time to enter new data and maintain the system.

  1. The end result is always worth it.

The CRM software should be so much more efficient than the old system or process that you could never switch back even if you wanted to. A better ROI, more sales, more leads, and easier communication should be some of the benefits. The result is more worth it when having a child; the connection you have to your own flesh and blood is indescribable and if you ask, the most fulfilling thing they can do.

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Understanding CRM’s ROI

gettyimages 483955240 Understanding CRM’s ROI

A Customer Relationship Management software (CRM) costs money. It is something that might not be considered a need, but it is undoubtedly a want and sometimes, can be the difference between success and failure. So, although you may have been making calls and recording notes for free beforehand, do not count out a CRM software automatically. There are many variables that come into play after purchasing that can affect the outcome such as employee buy-in, configurations, and thorough, accurate data entry. But, if done properly, the return on investment (ROI) for a CRM solution can be endless. While there are many ways this can happen, let’s look at three of the biggest ones.

1: No leads will fall through the cracks and become dead.

The CRM will allow you to save and store every lead. You can assign a rep, task, or category to any lead so nothing will fall through the cracks and no more leads on index cards, business cards, etc. will fail to be contacted. This will lead to more business, further improving company revenue.

2: Storing orders and tracking them for opportunities is far easier.

Many times, when you get a lead, they are not quite ready to be sold. This is normal and to be expected at times, but the important thing is you can stick with them until they are ready to buy. With automated tasks, the ability to label a prospect under any stage, and assigning a rep to them, the ability to track opportunities is simple compared to other methods. Centralizing all this data for easy visibility is also important for managers checking up on employees.

3: More leads are generated for your company to sell.

Through email marketing and other promotional advertising, the CRM can generate leads for you if you can maximize your data within the solution. Now, you do have to create the campaigns and design templates yourself, but the tool makes it far easier than manually doing these processes. You can track who opened emails, who clicked links and automatically take back data from any forms filled into the CRM itself. These extra leads can pay off for a big ROI.

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CRM & Music

music CRM & Music

Everyone loves music. Some of us like country (living in Texas like myself, it is not a choice), others prefer rap, rock, pop, or even classical. Perhaps this phrase says it best, ‘Different strokes for different folks.” Whether it be the stroke of a piano key or a guitar, all music and songs have some things in common, despite all being unique. The same applies to companies, including your business, and how you use your Customer Relationship Management (CRM) software for sales, marketing, and customer service. You are unique and different from all the others, but there are still some similarities that are consistent throughout. Let’s look at a few of these similarities.

1: A consistent message.

In music, this applies to a repeated chorus or the verses which all point back to it. Generally speaking, a song called, “Love Story” such as the one by Taylor Swift, would point to a couple that fell in love and shares their experience. The chorus, the verses all contribute to this central idea or theme, while expressing other views or ideas along the way. This mirrors how all companies use a CRM; the central theme is to generate business. This can be in the form of customer service (keeping current customers and their business happy), marketing (generating new leads with the intent to have them become paying customers), and sales (the actual process of getting a signed contract and income). Though they all handle different stages, they all contribute to the overall goal.

2: An agreed upon final product.

When you hear a song on the radio, that was not the first recording they ever made. There are usually multiple recordings, originals called demos, that involve changes both musically and lyrically. Look at the original demo of Oasis’ “Live Forever” compared to the final version; there is a huge difference. The artist singing may have written the lyrics and music themselves, but almost always there are multiple other people that contribute and agree on a final version. Collaboration in this sense is important. This collaboration to get to a final product is found in relation to the usage of CRM as well. For example, the Sales Manager and Marketing Manager need to agree on the defined stages of leads so that the employees under them can be consistent in labeling and passing on potential sales.

3: There is unity throughout.

In a typical song, there are a variety of instruments, but if there is a guitar and drums, you will find them throughout the song. There are occasions when a song features a short solo of a single instrument not used elsewhere like a saxophone, but these are few and far between. This consistency is more pleasurable to the ear. If you heard a guitar and drums in verse one, a saxophone and xylophone in verse two, and a piano and harmonica in the third verse, you would feel like it was three songs. In other words, it would be a big mess piled together. Your CRM should not work that way either. You need to treat it all the same way. All companies or people currently doing business with you need to be labeled as customers and treated as such. If you treat a customer like a lead, they may get mad. If you treat a lead like a customer, they may be turned off.

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How to Maximize Your CRM Software

gettyimages 534326194 How to Maximize Your CRM Software

If you have a Customer Relationship Management (CRM) software already, you know the great benefits it provides compared to a manual system. But, say there are a couple issues with it, and although for the most part, it gets the job done, it is still lacking in some areas. Regardless of whether there may be a better CRM solution out there, there are a few things you can do to better utilize your CRM today knowing in the future you can still be open to a new solution. Plus, by trying to make it work first with your current, you can save time and money since there is no need to start from scratch in looking, getting management buy-in, and financial approval. Let’s review some ways you can improve your current CRM.

Make a detailed list of shortcomings or missing needs.

The best way to get started is to make a list with what you need and what needs to be improved. This list should include all departments that use the CRM and any user can be consulted, especially if there are employees that use it differently. It will also help for future reference to rank the list based on importance or projected cost or ease to fix. You are ready to take the next step once this is done.

Make changes to dashboards, fields, etc.

Consult your IT department or the main administrators of the CRM solution. They will be able to configure any untouched dashboard setups or fields to better fit any areas that are lacking or absent if they are there. You would be surprised what may be behind the scenes. From there, that will hopefully help utilize the full system functionality and better improve your business.

Communicate with CRM provider to see if they have any features or options to fit.

When making changes internally is not enough, it can be very beneficial to reach out to the CRM vendor to go through the list in details and see what they say. There is no better source than the authors of the software. They will be able to in detail better fit your list with what the software can do beyond anyone internally. The communication and talks should be free as well so there is no risk in that.

Consider customizations to improve the CRM.

Unfortunately, you may find the CRM you chose does not have the capability to fit all your needs or improve on its shortcomings. If the software has open APIs, you can build a customization yourself to bridge the gap or even hire a third-party company to handle that for you. The CRM software provider can also build it for you. It will be a considerable cost regardless of the way you go, considering your own employees time is valuable, so weigh the benefits versus the cost and make the decision appropriate for your company.

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How to Keep Millennial Workers Engaged

gettyimages 643477288 e1488814409588 How to Keep Millennial Workers Engaged

Are you correctly managing your millennial employees and keeping them engaged in your business’s mission? Here are a few pointers to help you out.

Learning and development

Education and continuous professional development are crucial to the millennial generation. In order to keep millennials engaged in the mission, you need to be able to offer some sort of reward or skill growth opportunities, such as workshops, conference attendance, or even continuing education reimbursement. Millennial workers will jump on these opportunities and feel empowered you’re placing trust in their continuing development as learners and leaders.

Advancement

Yes, it’s true that the millennial generation isn’t one to stick with one job over a long period of time. To help eliminate this challenge, ensure you can actually prove there are advancement opportunities or areas of growth within the company. If there’s no chance of advancement in sight, retention among young talent will diminish.

Purposeful work

Want your millennial workers to love what they do and actually stay engaged throughout the entire work week? Their roles better be purposeful and have meaning. Unlike past generations, who were comfortable doing the work they had to and heading home, millennials need to be passionate about the work they’re doing. They’re not going to settle for whatever comes their way, and they’ll switch jobs until they find the perfect fit. Be able to show millennials how powerful and influential their role is in order for them to thrive.

Involvement

Millennial workers want to be involved in the company culture of your business. Which is great, because having them involved in the culture of the company will help with engagement and retention. In addition, younger workers will often bring a unique mindset and ideas to the table where older generations might not be able to.

Use technology

Having grown up with the boom of the internet, millennials are naturally in-tune with most technologies present in today’s workforce. If your team is full of young workers, you’ll have a lot of opportunities to consider implementing automation software solutions such as enterprise resource planning (ERP) and customer relationship management (CRM). While the new software solution will have a learning curve for anyone, millennials will appreciate the use of technology over more outdated tools.

Corporate wellness initiatives

Wellness and philanthropy are huge in this generation. Consider partnering with a nearby local philanthropy or community service organization in order to give back to your community. Millennials, and indeed other generations in the workforce will appreciate the opportunity and join in the philanthropic endeavors. By doing so, you’ll be promoting collaboration between departments and generations as well, which can help overall team culture.

Flexible scheduling

We’re sure you’ve heard of flexible scheduling. That thing where employees have the opportunity to work from home when they need to, or leave early and work later instead. It’s catching on, and what’s being found is that people are actually more productive and less inclined to call off of work. But remember, flexible scheduling might not be the best opportunity for everyone. Just because the worker is a millennial doesn’t mean they’ll work well at home.

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March Madness is Exciting, but CRM Madness is Not

gettyimages 502190866 March Madness is Exciting, but CRM Madness is Not

March Madness. They are perhaps the only two words referencing a sporting event that everyone in the country will know. It’s fame and excitement causes people to use vacation days, paint their faces in support of their team, and make players that rise to the top millionaires in the NBA draft. Not to mention all the money the schools participating in the tournament and the NCAA make. With all the craziness of upsets and filling out of brackets, you can spend day after day watching and creeping toward the edge of your seat. This is good for college basketball, but if there is any one area you do not want this kind of madness, it is in relation to your CRM (Customer Relationship Management) software. When it comes to your CRM, you should in fact not want excitement. It would be better if there were no surprises. Having a method, an agreed upon way to enter data, and consistent follow-up methods, along with unity across the users, is critical for ultimate success. Let’s look at some other ways you do not want your CRM to be like March Madness.

-Do not let the little guy get more attention than the big fish.

When leads come in, there should be some sort of ranking system, whether it be by number or by quality in words. This is important so you know which leads you should reach out to first and when contacted, which leads to pushing a little more for a close. Nurturing leads that aren’t ready to buy can be just as important as pushing a lead that is to get a signed contract. Pushing too early, however, can cause you to lose an opportunity. Focusing too much on the little guy in the tournament can also be negative. The big fish don’t always win, but they do for the most part still. Most teams that make the final four, and even the elite eight, are single digit seeds, and usually top five as well. In fact, there have been seasons where the final four was all one seeds.

-But don’t ignore the little guy.

In the tournament, there will always be upsets. So, while you should not focus on the little guy, don’t completely ignore them either. Take everything with a grain of salt, but when you look at individual players and matchups, choose your upsets wisely. Do not be afraid to consult experts and others for outside opinions. Within your CRM, although there is a prioritization of leads. Do not ignore the ones that are deemed weaker, whether it was you that labeled it weak or someone else. Everyone makes mistakes, and a lead that seemed weak may have wanted you to think that anyway, even if it is not the case. So, give the little guy some attention to, just not too much if you find that they truly are not ready yet to make a purchase.

-Do not get overexcited and overwork a lead or flip between leads too fast

With 67 total games being played, there are going to be multiple on at the same time. When it comes down to the wire, there may be a few close games with under five minutes to play at once. It can be easy to get so excited you are out of your seat, flipping back and forth between channels every ten seconds to make sure you do not miss something. Thank goodness for modern TV! This, however, would not be a good way to work your leads. You should not be flipping back and forth, on the edge of your seat. You should know where each lead stands based on your conversations so you can plan your communications knowing what to expect and when to be ready to move forward in the sales cycle.

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How to Keep Millennial Workers Engaged

gettyimages 643477288 e1488814409588 How to Keep Millennial Workers Engaged

Are you correctly managing your millennial employees and keeping them engaged in your business’s mission? Here are a few pointers to help you out.

Learning and development

Education and continuous professional development are crucial to the millennial generation. In order to keep millennials engaged in the mission, you need to be able to offer some sort of reward or skill growth opportunities, such as workshops, conference attendance, or even continuing education reimbursement. Millennial workers will jump on these opportunities and feel empowered you’re placing trust in their continuing development as learners and leaders.

Advancement

Yes, it’s true that the millennial generation isn’t one to stick with one job over a long period of time. To help eliminate this challenge, ensure you can actually prove there are advancement opportunities or areas of growth within the company. If there’s no chance of advancement in sight, retention among young talent will diminish.

Purposeful work

Want your millennial workers to love what they do and actually stay engaged throughout the entire work week? Their roles better be purposeful and have meaning. Unlike past generations, who were comfortable doing the work they had to and heading home, millennials need to be passionate about the work they’re doing. They’re not going to settle for whatever comes their way, and they’ll switch jobs until they find the perfect fit. Be able to show millennials how powerful and influential their role is in order for them to thrive.

Involvement

Millennial workers want to be involved in the company culture of your business. Which is great, because having them involved in the culture of the company will help with engagement and retention. In addition, younger workers will often bring a unique mindset and ideas to the table where older generations might not be able to.

Use technology

Having grown up with the boom of the internet, millennials are naturally in-tune with most technologies present in today’s workforce. If your team is full of young workers, you’ll have a lot of opportunities to consider implementing automation software solutions such as enterprise resource planning (ERP) and customer relationship management (CRM). While the new software solution will have a learning curve for anyone, millennials will appreciate the use of technology over more outdated tools.

Corporate wellness initiatives

Wellness and philanthropy are huge in this generation. Consider partnering with a nearby local philanthropy or community service organization in order to give back to your community. Millennials, and indeed other generations in the workforce will appreciate the opportunity and join in the philanthropic endeavors. By doing so, you’ll be promoting collaboration between departments and generations as well, which can help overall team culture.

Flexible scheduling

We’re sure you’ve heard of flexible scheduling. That thing where employees have the opportunity to work from home when they need to, or leave early and work later instead. It’s catching on, and what’s being found is that people are actually more productive and less inclined to call off of work. But remember, flexible scheduling might not be the best opportunity for everyone. Just because the worker is a millennial doesn’t mean they’ll work well at home.

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Strategies to Get Your Business in the Door

gettyimages 525058875 Strategies to Get Your Business in the Door

Getting your business in the door is one of the biggest challenges in sales. Let’s take a look at some strategies to help make the job of your business development specialist a little easier.

Seek to Understand

We need to stop thinking about sales in terms of what we need, and instead put ourselves in the shoes of the prospect. This individual is likely very busy and doesn’t have a lot of time to waste—the last thing they want to do is set up a time to talk with a business development specialist about a product or service. For them to consider listening to what you have to say, you need to be able to show them the value of what you’re trying to sell. You need to know that there’s going to be a return on investment, that the product or service is going to truly benefit the prospect. Once you have all of these considerations in order, you’ll be in a much better position to actually get in the door of the prospect and start building a relationship.

Establish Yourself

You can’t get in the door if you’re unknown. When you feel like you’re ready to reach out to a prospect, you need to have established yourself. The prospect should have a general understanding, at minimum, of what your business does and what it can provide. You should also be established as a thought leader in your industry, and easily searchable online or niche industry databases. Before setting up a meeting with the prospect, there needs to have been a point of establishment, whether that’s through networking, a common connection, etc. Having some sort of established connection will be sure to prove useful and help you land that first meeting.

Go Above and Beyond

Getting in the door is one thing. Staying in the race is another. In order to master both, you need to stand out from the sea of competitors that are likely fighting for the same prospect with very similar products and/or services. You should know better than anybody why your business is better than all the rest. Make that clear in your marketing campaigns, sales efforts, etc. Another thing that will help you go above and beyond competition is to know the reasons for why your business can help make the prospect’s business easier or overall improved.

Another way to stand out among competitors is to have integrity in what you’re doing and what you’re selling. Not all prospects will end up being a great fit for your business. While some businesses won’t mind and might go ahead with the sale, others will be honest about their mismatching needs. Be as open and honest as possible to your prospects. They’ll thank you later for not selling them products they don’t actually need when they’re able to calculate a positive ROI.

Stay Consistent

If you’ve been in sales for a while, you know that consistency is key. CEOs and other upper-level positions aren’t always available for your calls or emails, and that’s ok. Stay in the game, keep in touch with businesses that aren’t the most responsive, and when they’re ready to do business, you’ll be one of the first people they’ll think of.

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